Disney is known for some of best guest experiences in the world, and today we learn some of the magic formula as we chat with George Kalogridis, who shares his remarkable 50-year journey in Disney.

As a busboy who later became President of Walt Disney World, George gives fantastic insights on how to make guests happy.

Here are some highlights:

What is the most important aspect of the guest experience?

“Your mission is to create happiness. That’s why all of us come to work every single day. Our goal is to create happiness. Now, you need to do it safely. You need to do it within parameters that we all have, depending on what our role is. But at the end of the day, a guest comes to the park to be entertained or to a hotel, and our job is to create happiness, create memories with, allow those guests to create memories that they will remember with their friends and family forever.”

What’s a tactic you’ve used to improve the guest experience?

“We work really hard to empower the cast. So because there’s nobody who can be better, faster and more sincere and genuine than the person who’s standing in front of the guests, so that cast member has the first opportunity and the quickest opportunity. So we need to make sure that they are trained, that they feel confident in what they can do. It’s important to listen to the guests, make sure you understand exactly what the issue is.”

Who’s someone in the industry that deserves an Ovation?

Ett Hem Hotel, in Stockholm, Sweden.

“So it’s three houses. Now you eat in the kitchen. You eat breakfast, lunch and dinner in the kitchen, like you would eat in somebody’s home, and so the chef has these are the items that he has prepared that everybody can have.

‘But tell me what you want and I’ll make it’… I mean, who does that?’

Learn More About George and Disney

Follow George Kalogridis on LinkedIn to stay updated on his latest endeavors and insights. For the latest news and innovations from Disney, visit the Disney Parks Blog.